Who Talks To Customers?
Kapsule handles customer-facing communications
All direct customer-facing communication is handled by Kapsule. This includes:
- Order confirmations, dispatch notices, and delivery updates.
- Responses to customer questions about policies, processes, or platform-wide issues.
- Dispute mediation and complaint handling.
Customers will never see your personal contact details. All communication goes through Kapsule to maintain security and professionalism.
Vendor responsibilities in communication
While Kapsule manages the customer relationship, vendors play a vital support role by providing accurate information when requested.
You must:
- Respond promptly to information requests in the vendor portal.
- Provide accurate order, stock, or fulfilment details.
- Share supporting evidence (e.g., tracking numbers, packaging photos) when needed.
The quality and speed of your responses directly affect how quickly Kapsule can resolve customer enquiries.
Why direct vendor-to-customer contact isn’t allowed
To ensure a consistent experience for customers, direct vendor-to-customer contact outside the platform is not permitted.
- It avoids confusion caused by different communication styles.
- It protects both parties by keeping records of all exchanges.
- It ensures compliance with consumer protection regulations.
Contacting customers directly outside the platform may breach Kapsule’s policies and could result in account penalties.
How the process works
A customer raises a question or issue through the Kapsule platform.
Kapsule reviews the enquiry.
If vendor input is required, Kapsule contacts you through the vendor portal.
You provide the requested details or evidence.
Kapsule responds to the customer on your behalf.
Think of Kapsule as your “front desk” — they handle customer interactions, while you provide the knowledge and facts needed to resolve queries.
Benefits of the Kapsule communication model
- Customers receive faster and more consistent answers.
- Vendors are shielded from challenging or confrontational messages.
- A central record of all communication exists for future reference.
- Disputes can be handled fairly, with evidence provided by both sides.
“When communication is streamlined, customers feel supported and vendors feel protected — everyone wins.”
FAQs
1. Can I email or call a customer directly?
No. All communication must go through Kapsule. This ensures security and consistency.
Direct contact with customers outside Kapsule is against policy and may result in penalties.
2. What if a customer includes their personal contact details in an order note?
You should ignore these details and respond only through the vendor portal when Kapsule requests information.
3. How quickly should I respond to Kapsule’s requests for information?
As quickly as possible — ideally within 24 hours. Faster responses help Kapsule resolve customer enquiries and prevent escalations.
Delayed responses may result in automatic refunds or negative impacts on your vendor rating.
4. Will customers know when I have provided information?
No. Customers only see Kapsule’s response. Your input is used to ensure the answer provided is accurate and complete.
5. What if I disagree with the information Kapsule gives a customer?
If you believe Kapsule’s response is inaccurate, provide clear evidence and request a correction via the vendor portal.
Keeping records (invoices, tracking, correspondence) makes it easier to support your case if a dispute arises.
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